Sr Technical Support Engineer VM-Series

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in highpressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded tracked resolved and followups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc.
• Provide oncall support 24x7 on an asneeded basis

Qualifications :

Your Experience

• Able to effectively communicate to all levels and stakeholders internally and externally on complex technical issues

• Strong analytical and problemsolving skills selfmotivated and detailoriented with the ability to see the bigger picture

• Ability to work independently as well as contribute as a team player.

• Good understanding of the following networking protocols (TCP/IP Ethernet VLAN OSPF BGP)

• Experience with Security Protocols (IPSEC / SSLVPN / NAT / GRE)

• Good understanding of Unix/Linux and Windows operating systems.

• Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi KVM/Qemu Citrix XenServer Microsoft HyperV

• Demonstrable basic knowledge with AWS and Microsoft Azure installation configuration and administration of security features and services including identity and access management servicerelated security features networking firewalls encryption and related best practices

• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)

• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS Azure GCP OCI and Alibaba 

• Understanding the working of any one of the Next generation Firewall devices ( Palo Alto Networks Cisco Checkpoint Juniper (Netscreen) Fortinet Crowdstrike Zscaler etc.)

• Experience deploying thirdparty networking and security services into VMware NSX for vSphere is a plus

• Working knowledge of NextGeneration Firewall (NGFW) delivered as a cloudnative service is a plus.

• Knowledge of traffic generation tools and scripting languages is a plus

• Previous experience supporting Palo Alto Networks Products is a plus 

Additional Information :

The Team

Our technical support team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $$94000/yr $152000/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. 

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship: Yes